Samsung Galaxy Note7 - Update from O2

[Chris_K]

27th February 2017 Update

Hi Everyone. This week we will be posting letters out to any customers who have not yet made arrangements with us to return their Samsung Note7 devices. If for any reason you misplace or do not receive it for whatever reason, here's a copy:

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We’ll soon block the Note7 from our network. It’s important that you get in touch today and we’ll get you back on track with a new device.

We’ll make switching to a different device simple, and give you £100 off the upfront cost. Or, if you prefer, we’ll cancel your Airtime Plan. Either way, we’ll cancel and refund your Device Plan.

Is your Samsung Note7 insured with us? We’ll also cancel your policy and refund your premium.

Simply back up your Note7, turn it off and call our hotline 0344 809 0202 or 202 free from an O2 mobile. Need a hand backing it up? Chat to an O2 Guru online.

For more details, visit http://o2.uk/Note7Update.

If you’ve already called us, please ignore this letter.

30th January 2017 Update

Hello everyone,

Samsung have notified us of their plans to release a new mandatory software update that will limit Note 7 devices to a 0% charge, effectively eliminating its ability to function as a mobile device. This software update is expected to be pushed out tomorrow, 31^st January, so if you are still using this device (which we don't recommend for your safety) please take any necessary steps to back up any important data while you can.

Why are you doing this?
To be transparent and clear, this is Samsung’s decision and is European-wide. This is a further step in Samsung looking to retrieve as many devices as possible so as to ensure customer safety.

I'm still using my Note 7 - what now?
Once your device downloads the mandatory update it will cease to charge. We understand the inconvenience this may cause and we want to make transitioning to another device as easy as possible. If you are affected by this, please contact us as soon as is convenient on 0344 809 0202. We will also be in touch in the coming days by email and letter with more details, including how to change to another device and return your Note 7 to us if not yet done so.

I've already returned my Note 7 - what does this mean to me?
If you've already returned your Note 7 to us, there's nothing further you need to do. If you're in this position, we anticipate you'll already have switched to an alternative device. If this isn’t the case though, we’d recommend you speak to us as soon as you’re able to on 0344 809 0202.

[Anonymous]

Just rang them back up to check about the delivery part - they said that because Royal Mail won't accept the devices and that UK Mail will be collecting it now instead.

[Anonymous]

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@prototype89 wrote:

The networks in the US have let all their customers keep their free gifts, memory card, smart watches, VR headsets etc so it's apalling that O2 aren't doing the same. It's not like they can resell it!

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Yes it's very poor from O2, can't imagine anyone will be surprised by it given the past month but still it's shocking they actually don't care and it doesn't matter if the customer knows it either. I know I won't be staying with O2

[Anonymous]

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@Anonymous wrote:

Just rang them back up to check about the delivery part - they said that because Royal Mail won't accept the devices and that UK Mail will be collecting it now instead.

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That's good news @Anonymous Shame they can't deliver your replacement at the same time though!

[Anonymous]

Thats what I said @Anonymous! They've said as soon as they receive the phone back I can in a store and perform basically what is an 'upgrade' because i'm not cancelling the contract. Still going to be without a phone for a couple of days though which I can't said i'm particularly happy about.

I just wonder how this is going to work with me paying off the rest of my contract beforehand/what will actually be refunded to me.

[Lidenbrock]

OK so I'm going round in circles here!

Phoned dedicated number.

Given 2 options - keep phone and take the risk or return p[hone for replacement - thats not what I was told earlier when I was waiting for my replacement note7 to be delivered.

Appear to have an uplift for phone sorted at least in email - but someone from UK mail to phone me.

O2 don't seem to know how to refund me my payment (in full) for phone - but the person I spoke to was as helpful as he could be and said that as my case is unusual (paid for phone in full with sim only contract) as yet not sure what to do - this was after speaking to his manager.

I can't get a refresh phone - because although I have 2 other contracts with O2 for tablets - this is a new contract for a phone - only as old as my Note7. So I'd have to start a new sale. He tried to get me through to sale but couldn't get through.

I therefore tried online - chat passed me from sales - to support - to repairs and refunds - who told me call the dedicated number as thats who was dealing with it. So I'm back to square 1.

Any ideas?

Currently have a phone which needs to be returned - someone will call to arrange uplift - but no one seems to know how I'll be reimbursed.

SIM card with 22mths to go -but no phone to stick it in

[Anonymous]

@Lidenbrock Obviously you've had wrong information as the message is not to use the Note 7 at all, so that's something O2 need to look at fast.

I believe once they have the Note 7 back they'll then modify the account to allow an upgrade - so you'll be able to select a new phone. If you pay up front like you did with the Note 7 it shouldn't require a credit check (I think) 

[viridis]

Samsung have issued a statement :

[Gsdworld21]

Wow look at this lol

http://www.sammobile.com/2016/10/11/samsungs-note-7-return-kit-comes-with-a-special-box-and-gloves/

[Gsdworld21]

I've just got 8 brand new Note7 cases out of the cupboard to put in the bin and my wife said sell them loads more people must have note 7's. You see what I'm up against here lol 😁

[Anonymous]

If you have proof of purchase, send pictures to Samsung and ask them for them to reimburse you fully.